Customer Experience Advocate

Job description

At Protective Life, our Customer Experience Advocate Team (CXAT) plays a vital role in delivering exceptional service and support for our policyholders and partners. As a **Customer Experience Advocate**, you will be the trusted resource for handling inquiries that require in-depth product knowledge and precision. This position calls for strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment. You’ll interpret customer needs, provide accurate resolutions, and exercise sound judgment while managing sensitive information--all while contributing to our mission of creating a positive, professional experience for every customer interaction. ### Job Responsibilities: - Communicate with customers via phone, email, and chat, using multiple software tools to navigate policy details, research products, and deliver effective solutions in a fast-paced environment. - Accurately document and resolve customer requests for account information and updates while educating customers on digital tools for future self-service. - Consistently meet or exceed established call center, team, and individual performance goals. - Identify and escalate trends or opportunities to improve the overall customer experience across multiple interactions. - Other duties as assigned. ### Skills & Abilities: - **Communication & Interpersonal Skills:** Excellent written and verbal communication, active listening, adaptability to customer needs, and ability to manage conversations confidently. - **Customer Focus:** Committed to delivering exceptional experiences, empathizing with customers, and advocating for process improvements to reduce effort. - **Technical Proficiency:** Skilled in navigating multiple computer systems, learning new programs quickly, and adapting to technology changes in fast-paced environments. - **Problem-Solving & Organization:** Strong decision-making, time management, and detail orientation; proactive in identifying and resolving issues to enhance customer satisfaction. - **Adaptability & Performance:** Ability to meet department standards, work flexible shifts, and maintain focus under pressure while driving solutions and continuous improvement. ### Experience: - **Customer Service Expertise:** 2+ years of experience delivering exceptional service in fast-paced environments, with proven ability to resolve issues and maintain customer satisfaction. - **Industry Knowledge & Education:** High school diploma required; prior experience in annuity, retirement, or finance industry preferred, supported by relevant training or certifications.